India Business
Teleperformance ramps up India CRM operations
Mar 11, 2007 - 8:07:34 PM

New Delhi, March 11 - Teleperformance, a $1.82 billion - provider of outsourced CRM services has ramped up its India operations with the launch of a new state-of-the-art facility at Gurgaon, a satellite town bordering the national capital.

The 150,000 sq. ft. facility, the new home for 800 employees of the company's subsidiary Teleperformance India, began functioning Sunday.

'Teleperformance India ranks among the best outsourced CRM centres of Teleperformance across the globe,' Teleperformance USA Group CEO Dominic Dato said while speaking at the inauguration event.

'The committed, 800-strong India talent at Teleperformance India now meets its match in the form of this new ergonomically designed state-of-the-art facility,' he added.

Teleperformance 'focuses on achieving operational excellence and delivering value-added customer services, including inbound and outbound customer interaction, Interactive Voice Response and Technical Support,' a company release said.

The company's proprietary Customer Contact Management System has received the 2006 Product of the Year award from Customer Interaction Solutions magazine, the release added.

Teleperformance will leverage its three decade long experience to serve and engage with leading Indian customers,' Teleperformance USA CEO Brent Welch said.

Teleperformance worldwide has grown to about 70,000 employees across 42 countries, handling over one billion customer contacts annually.

The group operates nearly 56,500 computerised workstations across 263 contact centres, 91 directly managed in clients' premises. It conducts programmes in more than 60 languages and dialects for major international companies operating in various industries.

'New benchmarks set by Teleperformance India in attracting, nurturing and retaining talent give us the confidence to step up our growth significantly in the coming months and years,' Teleperformance India Managing Director Sanjay Mehta said.

As per NASSCOM, the premier trade body of the IT software and service industry in India, the home industry has grown its revenues 10-fold in the past decade, from $4.8 billion in fiscal 1997-98 to $47.8 billion in fiscal 2006-07.

The ITES-BPO industry constitutes about one-fifth of the Indian IT industry that contributes about 5.4 percent to the GDP.

NASSCOM estimates total IT software and services employment to reach 1.6 million, with over $10 billion MNC investments announced in 2006-07 to be spread over the next few years.

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